To: June Lau
From: Connie Chung
Date: 13 March 2011
Subject: Complaint about Exhibition
Hi June,
I've received a complaint from Mr Leung about our exhibition. The first problem is he found difficulty in registering to attend the event. The second problem is he thought the venue was too crowded. The third problem is there is not enough leaflet for him to take.
I don't know what I can do. I know you have lots of experiences about handling complaints. Please help me!
Cheers,
Connie
To: Anne Kong
From: Connie Chung
Date: 13 March 2011
Subject: Complaint letter about exhibition Sound Systems 2011
Dear Ms Kong,
I have received a letter from an attendant, Mr Leung, complaining about our exhibition. In his complaint, there are three problems mentioned.
1. Difficult to register online
The first problem he complained is about difficulty in registering to attend the event. He found the online registration facility was unworkable. He could not register online and finally he could only register by faxing us. This problem may be caused by the overload of the server. I recommend that we should upgrade our server's capacity to increase the stability of our registration system.
2. Overcrowding in the venue
The second problem he mentioned is the lack of space in the venue. This led to serious overcrowding in the venue, particularly at peak visiting time. He thought that the venue was better suited to a medium-sized business conference than to a large exhibition open to the public. He was concerned about the physical safety of attendees. The problem is caused by full booking of large venues. We had no choice but to choose this venue. I recommend we should book the venue early next time.
3. Not enough leaflet
The third problem he was concerned about is that there were not enough leaflets. By the time he attended the exhibition, all the leaflets had been taken. We emphasize environmental protection therefore we printed just enough copies. However, some people took too many leaflets. As a result, some attendants could not get the leaflet. I recommend we should provide online version of leaflets next time. Besides, we should hand out the leaflets by our staff.
I would send a letter to apologize to Mr Leung but we should not provide any compensation. Could you please approve my suggestions? I look forward to hearing from you.
Regards,
Connie Chung
15 March 2011
Mr Michael Leung
Flat 303 Lucky Mansions
856 Cheung Sha Wan Road
Cheung Sha Wan
Kowloon
Dear Mr Leung,
Re: Concerns about exhibition Sound Systems 2011
Thank you for your letter. I am writing to inform you that we have investigated into the problems that you complained.
Regarding the first concern you mentioned, it was caused by the overload of the server. We apologize for the inconvenience caused. We will upgrade our server's capacity to increase the stability of our registration system.
The second concern was caused by full booking of large venues. We had no choice but to choose this venue. We will book the venue earlier next time so that we can choose the most suitable venue.
For the third concern, we emphasize environmental protection therefore we printed just enough copies. However, as some people took too many leaflets, some attendants could not get the leaflet. We decided that we will provide online version of leaflets next time. Besides, we will hand out the leaflets by our staff in the future exhibitions.
We apologize for the inconvenience caused. We will improve the services next time.
If you have any questions, please feel free to contact us by our hotline 20202020.
I hope that you will attend our exhibitions in the future.
To: June Lau
From: Connie Chung
Date: 13 March 2011
Subject: Complaint about Exhibition
Hi June,
I've received a complaint from Mr Leung about our exhibition. The first problem is he found difficulty in registering to attend the event. The second problem is he thought the venue was too crowded. The third problem is there is not enough leaflet for him to take.
I don't know what I can do. I know you have lots of experiences about handling complaints. Please help me!
Cheers,
Connie
To: Anne Kong
From: Connie Chung
Date: 13 March 2011
Subject: Complaint letter about exhibition Sound Systems 2011
Dear Ms Kong,
I have received a letter from an attendant, Mr Leung, complaining about our exhibition. In his complaint, there are three problems mentioned.
1. Difficult to register online
The first problem he complained is about difficulty in registering to attend the event. He found the online registration facility was unworkable. He could not register online and finally he could only register by faxing us. This problem may be caused by the overload of the server. I recommend that we should upgrade our server's capacity to increase the stability of our registration system.
2. Overcrowding in the venue
The second problem he mentioned is the lack of space in the venue. This led to serious overcrowding in the venue, particularly at peak visiting time. He thought that the venue was better suited to a medium-sized business conference than to a large exhibition open to the public. He was concerned about the physical safety of attendees. The problem is caused by full booking of large venues. We had no choice but to choose this venue. I recommend we should book the venue early next time.
3. Not enough leaflet
The third problem he was concerned about is that there were not enough leaflets. By the time he attended the exhibition, all the leaflets had been taken. We emphasize environmental protection therefore we printed just enough copies. However, some people took too many leaflets. As a result, some attendants could not get the leaflet. I recommend we should provide online version of leaflets next time. Besides, we should hand out the leaflets by our staff.
I would send a letter to apologize to Mr Leung but we should not provide any compensation. Could you please approve my suggestions? I look forward to hearing from you.
Regards,
Connie Chung
15 March 2011
Mr Michael Leung
Flat 303 Lucky Mansions
856 Cheung Sha Wan Road
Cheung Sha Wan
Kowloon
Dear Mr Leung,
Re: Concerns about exhibition Sound Systems 2011
Thank you for your letter. I am writing to inform you that we have investigated into the problems that you complained.
Regarding the first concern you mentioned, it was caused by the overload of the server. We apologize for the inconvenience caused. We will upgrade our server's capacity to increase the stability of our registration system.
The second concern was caused by full booking of large venues. We had no choice but to choose this venue. We will book the venue earlier next time so that we can choose the most suitable venue.
For the third concern, we emphasize environmental protection therefore we printed just enough copies. However, as some people took too many leaflets, some attendants could not get the leaflet. We decided that we will provide online version of leaflets next time. Besides, we will hand out the leaflets by our staff in the future exhibitions.
We apologize for the inconvenience caused. We will improve the services next time.
If you have any questions, please feel free to contact us by our hotline 20202020.
I hope that you will attend our exhibitions in the future.
Yours sincerely,
Connie Chung
Administrative Officer